Duplicate Label Inquiries

What it is:
Duplicate issue inquiries are notification that a customer is receiving more copies of a journal than they ordered. They are usually received from agencies but we occasionally receive them from direct subscribers.

How to process:

A. Agency duplicates

You will receive a notice with the title, subscriber information and copies of the duplicate labels. They usually ask that we combine the subs and extend the expiration date.

You will need to look up the accounts on both labels and determine the reason for the duplicate label:

The most common reason is the customer has a membership and a subscription that generate the same journal i.e. membership in ALCTS and a subscription to LRTS. We cannot combine a membership and subscription so they will need to cancel one and we will refund any balance.

They have 2 orders with different check numbers. We will need to see if they intended to place 2 orders, if not you can forward to Vicki Williams to combine and extend the sub or they can cancel and we will refund any balance.

B. Direct subscriber duplicates

Same as above except you may not get copies of the labels.

If you cannot locate 2 orders you can check the label runs (searching the file by name)or ask the customer to fax the labels.